Desktop Support Engineer

2 weeks ago

Cambridge, United Kingdom Inventive Search Ltd Full time

Inventive Search is currently looking to recruit for a Desktop Support Engineer to join a very well established and highly successful innovative Technical Services business.

The main purpose of this position is to provide desk side technical support and advisory service of End User Compute (EUC) devices, including resolving and enabling the resolution of incidents, problems, requests, and deploying new hardware and associatedsoftware.

This role will be reporting directly to the Site Services Manager.

**Duties & Responsibilities**:

- Act as 2nd Line support for all EUC technical incidents through to resolution at desk side.
- Liaise with remote teams to drive incidents to resolution.
- Create knowledge base articles where repeated incidents are logged to assist Service Desk.
- Analysts to increase 1st time Fix.
- Proactive in providing solutions to common incidents to reduce call volumes.
- Resolve requests, incidents, problems and major incidents assigned to the EUC team within service level agreements.
- To log and follow up issues that have been raised with 3rd party support teams where appropriate.
- Support, manage, optimise and maintain the configuration and installation of Desktops, Laptops and hardware replacements.
- Comply with Desktop Good Working Best Practices & business defined Quality management processes.
- Travel to off site locations which may necessitate own transport. Flexibility to support other sites when required.
- Participating in a shift rota, supporting 24/7.

**Skills & Experience**:

- Knowledge and experience on windows operating systems.
- Experience on EUC tools, remote support tools, Microsoft Office and Outlook.
- Experience on peripheral devices support (printers, scanners etc).
- Awareness & understanding of Microsoft Active Directory (AD) & Group Policy.
- Awareness of ITIL process of Incident, Change, Problem, Service Request and related activities would be desirable.
- Certification in Microsoft Technologies.
- Experience with Service management, ServiceNow.
- Knowledgeable in AD.
- Experience supporting Lenovo, HP and Mac devices and tablets.
- Articulate and a clear communicator.
- Have the ability to converse technical terms and definitions to non-technical personnel.
- Meticulous with excellent attention to detail.
- A flexible and enthusiastic approach to the job.
- Good problem solving and decision-making skills.
- Ability work with minimum supervision, perform under pressure and remain highly effective.
- Consistently demonstrate professionalism creating a high level of customer satisfaction.**
- Inventive Search is acting as a recruitment agency._

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